Effects of contact employee supports on critical employee responses and customer service evaluation

Article Abstract:

Three support sources for employees are identified that significantly contribute to employee service quality and job satisfaction: supervisory support, organization support, and customer participation. Service effort is driven by two sources: customer participation and organizational support. Implications for customer perceptions of service quality are discussed.

Motivational Techniques, Employee motivation, Customer service, Support services

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The effect of cognitive trust on hostage relationships

Article Abstract:

Cognitive trust is found to be a relationship dissolution deterrent in hostage relationships. This finding is discussed within the framework of consumers' perceptions of a hostage relationship between themselves and their banking institution.

Commercial Banks, Marketing procedures, Banking industry, Influence, Customer loyalty, Trust (Psychology)

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The impact of service failure severity on service recovery evaluations andpost-recovery relationships

Article Abstract:

Research on service recovery shows that service failure severity significantly impacts commitment, trust, satisfaction, and negative word-of-mouth, and partial support is found for a moderating influence.

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